IT Coordinator

The IT Coordinator will be responsible for the support of information technology services within the school, as directed by the School IT ServiceDesk and Principal. They will be responsible for working closely with all school staff and regional IT, in order to implement strategic solutions and maintain the services required by the school.

The IT Manager will lead the planning, development and execution of approved solutions and services, and will contribute to the Regional technology direction.

Core operational functions requiring support include service desk management and escalation along with incident management, problem management, request fulfilment, access management, change management and knowledge management.

This must be achieved through establishing effective working relationships with support teams and contacts throughout NAE.

IT Coordinator

Principal Accountabilities:

• Take responsibility for the smooth running of all NAE’s staff and student-facing desktops, laptops, tablets, smart devices, operating systems and applications for all classrooms, student library areas, Internet cafés and other student-facing areas.
• Monitor the school service desk in support of all school staff and students.
• Facilitate resolution of operational problems and change requests and provide appropriate training and technical support.
• Take ownership of incidents, ensuring appropriate priorities are set, required resources are engaged and regular communication is in place.
• Lead root-cause troubleshooting efforts to address underlying problems and minimise recurrence.
• Monitor the support incident queue to ensure timely resolution of escalated incidents.
• Monitor the fulfilment of standard requests, ensuring the maintenance and communication of the Service Catalogue.
• Support the Change Management process, advising on the impact of requested changes.
• Act as a point of escalation to troubleshoot and resolve issues as required.
• Create and maintain standard operating procedures, developing new procedures as required and ensuring adherence.
• Control operational service updates and handover, ensuring adequacy of validation, communication to business departments, training of business and IT departments, co-ordination of updates and provision of operational support plans.
• Support compliance-based assessments, with emphasis on user access controls and records.
• Ensure adequate consideration and evaluation is undertaken in relation to service capacity, availability and continuity.
• Ensure the IT asset inventory is maintained for the school.
• Own Key Performance Indicator (KPI) targets, with appropriate analysis for continual improvement.
• Provide support for all IT-related projects, including occasional out-of-hours working, nights and weekends.
• Carry out other tasks as agreed.
• Manage ISAMS.
• Manage and lead all IT-based infrastructure and software projects across the school.
• Maintain and run the IT CAPEX budget and the IT Software Catalogue.
• Manage and maintain the school telephony and printing contracts and solutions.

Skills, Knowledge and Experience:

• Degree qualified and/or relevant professional qualification and experience, e.g. degree in Computer Systems, Infrastructure or a related field.
• Typically, at least 5 years of technical delivery and support experience in roles that require involvement and understanding of ITIL-based service delivery.
• Advanced or fluent English.
• Awareness of industry and professional standards.
• Experience in the deployment of policies and standard operating procedures.

Technical Skills:

• Understanding of service desk operations and tools such as ServiceDesk Plus.
• Knowledge of:
  • Windows and Apple desktop administration
  • Microsoft 365 platform
  • Microsoft Teams
  • Azure Active Directory
  • LAN/WAN maintenance
  • Wi-Fi systems
  • Audio-visual solutions
  • IT security

Essential:

• Effective at acquiring an understanding of a problem or situation and developing an approach to interacting with the situation.
• Able to keep overall objectives and strategies in mind and not be deflected by matters of detail.
• Able to retain objectivity and a proper understanding of a problem or situation when placed under conditions of stress.
• Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments and ensure that all relevant skill sets are current.

Desirable:

• Formal training in Service Management disciplines, e.g. ITIL.
• Trained in computer software and hardware support, including servers and systems.
• Effective in the application of relevant industry and process standards to all tasks undertaken.